Design Team Coordinator/CSR

Design Team Coordinator/CSR

Weyerhaeuser is leading the world's structural framing market with innovative products, systems, and services for use in a variety of residential, multi-family, light commercial, and home improvement applications worldwide. We are searching for an experienced Customer Service Coordinator to become a member of our Specification Team that is aligned within our dynamic Marketing and Sales organization. We support our vision by providing an array of proprietary software applications that allow our strategic partners to design, layout, and perform material optimization for engineered lumber and other structural frame products that ensure their success as well as our own. The Specification Service Coordinator supports the specification service process by efficiently processing customer service requests, retrieving plans and communications from various technologies; e-mail, weblinks, Smartsheet, etc, and reviewing architectural and structural plans from these sources to determine if enough information has been provided to begin the drawing service request. Provide responsive daily customer service to customers, service providers (specifiers/designers), and the sales team. This role helps ensure requests are clarified, scheduled, and communicated effectively to drive customer satisfaction and reliable service delivery. This is a work from home role, with the occasional need to be onsite at one of our Distribution Centers located in Easton, PA; Richmond, VA; Charlotte, NC; Jacksonville, FL; Denver, CO; Tacoma, WA; Albany, OR; Salt Lake City, UT; Phoenix, AZ; Dallas/Austin/San Antonion/Houston, TX. This role is not open to those who live in other states or countries.

Key responsibilities include:

• Process incoming specification service requests within established turnaround targets (e.g., 24-hour request processing) and ensure accurate service entry.
• Clarify incomplete or ambiguous requests by contacting customers, sales, and/or service providers to confirm scope, timelines, and required deliverables.
• Schedule, track, and prioritize work (e.g., top/low priority requests) in alignment with business needs and direction from leadership.
• Execute service support transactions accurately and timely; maintain organized documentation and records in designated systems.
• Respond to customer questions, troubleshoot issues, and drive resolution to prevent repeat issues; document learnings and propose process improvements.
• Develop and maintain strong relationships with internal and external customers to support satisfaction and repeat business.
• Coordinate across functions (sales, operations, designers/specifiers, and other partners) to ensure consistent service delivery and workload balancing.

We believe trees are a remarkable resource that can and should be managed responsibly to make a range of products that meet human needs, while also providing recreation, wildlife habitat, and other important ecosystem benefits. We manufacture and sell an innovative collection of proven structural framing materials to the residential, multi-family, and light commercial markets, and provide seamless building solutions, from design to installation to support. This team moves fast, works smart, and never stops pushing to be and stay number one in the industry.

Qualifications:

• 2+ years of experience in customer service, operations coordination, administrative support, or a similar service-oriented role.
• Ability to read and understand wood frame construction documents, as well as knowledge of building materials and common construction industry standards.
• Strong communication skills (written and verbal) with the ability to work with customers, sales, and technical service providers.
• Highly organized with strong attention to detail; able to manage multiple requests and deadlines simultaneously.
• Proficiency with Microsoft Office (Outlook, Excel, Word) and comfort learning new systems.
• Ability to work effectively across organizational boundaries and collaborate within a team environment.
• Experience supporting a design/specification, construction materials, or building products environment.
• Familiarity with ticketing/CRM or service request tools (e.g., C4C Service Cloud, SAP, or similar).

We sustainably manage forests and manufacture products that make the world a better place. We're serious about safety, driven to achieve excellence, and proud of what we do. With multiple business lines in locations across North America, we offer a range of exciting career opportunities for smart, talented people who are passionate about making a difference.